Buckinghamshire Council
Customer service advisor
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Customer service advisor
Customer Service Advisor (Secondment/Fixed Term Contract – 12 Months)
Salary: Grade 2 Point 1 – £27,939
Overview
Are you passionate about unparalleled customer service? Do you thrive in technology and embrace continuous learning and growth? Buckinghamshire Council is seeking dynamic Customer Service Advisors ready to elevate their skills in a rewarding role that makes a real difference in their community.
With state-of-the-art tools, professional development support, and a nurturing, inclusive work culture, this role offers career progression, hybrid working flexibility, and the chance to shape new systems and ways of working within the council.
About Buckinghamshire Council
At Buckinghamshire Council, we’re leaders in innovation—driving change from recycling improvements to health and social care advancements. Join us in building a brighter future where compassion meets innovation, and every voice is heard.
Why Join Us?
- Work-Life Balance & Flexibility: Hybrid model (2 office days, 3 home working) after probation.
- Discretionary Benefits:
- Discounts on cafés, restaurants, and shops.
- Auto-enrolment into a generous pension scheme.
- Discounted gym memberships & Arriva travel discounts.
- Costco membership & government support programmes (e.g., savings accounts, salary sacrifice cycles).
- Professional Growth:
- Opportunity to gain a Level 2 Apprenticeship in Customer Service while working.
- Cohort-based training with performance-based pay reviews.
- Employee Voice:
- Open culture with Employee Representative Group.
- Mindfulness workshops, Employee Assistance Programme (EAP), and Mental Health First Aiders.
- Inclusivity & Diversity:
- Disability Confident Employer.
- Staff networks (e.g., LGBTQ+, Neurodiversity, Disability).
- Flexible working to support personal commitments.
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"Since joining, I’ve grown enormously—both professionally and personally. The CSC team’s support and camaraderie make it the most rewarding workplace I’ve ever had!"
"Every day is different, and the varied challenges have pushed me to develop impressive skills—far beyond my first expectations!"
About The Role
Key Responsibilities
- Be the voice of Buckinghamshire Council, handling ~432,000 calls, 50,000 Contact Us forms, and 20,000 web chats annually.
- Provide helpful and reassuring responses across multiple communication channels (phone, email, live chat, in-person support).
- Assist with a diverse range of enquiries:
- Registration of births/deaths
- Waste permit applications
- Council Tax disputes and benefits advice
- Social care referrals & highway enquiries
- Handle face-to-face interactions at council offices, engaging with ~9,000 customers yearly.
- Specialise in Highways, Revenues, and Benefits for the first 6 months within our Walton Street service centre.
- Multitask effectively—switching between calls, emails, and forms while maintaining accuracy and consistency in responses.
Training & Development
- Paid training with specialist knowledge for your area (Highways & Revenues/Benefits first, with exposure to broader council services).
- Support to achieve a Level 2 Customer Service Apprenticeship alongside your role.
- Growth into long-term council careers—former advisors have advanced to roles such as social workers, team managers, and data analysts.
About You
Person Specification
We’re looking for candidates who:
- Are compassionate, empathetic communicators with a problem-solving mindset.
- Values making a difference and has the grit to connect with diverse people online, in written format, and face-to-face.
- Is computer literate and comfortable using multiple systems simultaneously (we provide training).
- Can take accurate notes and complete forms without distraction while speaking to customers.
- Thrives in a fast-paced environment with high workload demands.
- Converses confidently in accurate English (critical for customer-facing roles).
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Work Context
- Hybrid Model: 3 WFH days/2 office days post-probation.
- On-site Commitment: Your first 6 months will be based at Walton Street, including face-to-face duty.
- Problematic Urgency: If you have unspent cautions/convictions/convicted for relevant information under the Rehabilitation of Offenders Act 1974, please declare them in your application.
Important Notes
- Applications will close once we reach sufficient candidates: Apply early!
- AI Assistance Policy: While we encourage innovation, ensure applicants personally proofread and tailor submissions.
- Fair Niko Employee Recruitment Services Ltd may handle applications on behalf of Buckinghamshire Council.
Our Values & Culture
As a high-performing organisation, we embody four core values—Proud, Ambitious, Collaborative, and Trustworthy—and you’ll integrate into a culture that values fairness, transparency, and fun (e.g., fundraising events, socials).
"Our net promoter score is 68 (vs. benchmark of 55). We’re ambitious to grow and work together whilst looking after our people."
Join a team that transforms robust public service with innovation, heart, and shared purpose. Apply now—your journey starts here.
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